My council services provides the ability to configure outcomes for the service module and the contact centre module. This is so users can analyse information such calls, emails and incidents dealt with.
Go into Administration > Service request and case> Outcomes
The following screen will appear, you will first need to configure an Activity.
Once you have opened Activity, you will need to add a new row by clicking on the add row button and then add a value which you would like the Activity to be called.
Now that you have added an Activity, you will now need to add an Outcome. When adding an outcome, you will need to link it to the activity you have just created by adding the activity in the activity field shown in the image below.
After adding an outcome, you will now need add a result. Similar to outcome, you now need to link the result to the outcome you have just created.
Now you have added an Activity, outcome and result, you now need to map them by going into Mapping. As you can see you will need to add a type, the type will determine if the outcome is for contact centre or service request. You will then need to link the outcome to a specific form by adding a catalogue and form.
Service Module
If you have configured your outcome mapping to service, the outcome will be visible on service desk to use for the specific form you have configured. As you can see from my attachment below, I have selected an activity, outcome and result which I mapped.
Contact Centre
As you can see from my attachment below, I have selected an activity, outcome and result which I mapped for contact centre. One of the fields is area which is for contact centre, this can be configured in Administration->Service request and case->Outcomes->Area
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